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Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and …
Overview
What is Five9?
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
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Popular Features
- Agent dashboard (12)9.292%
- Call tracking (12)9.191%
- Validate callers (12)9.090%
- Quality management (21)7.272%
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- No setup fee
For the latest information on pricing, visithttp://www.five9.com/products/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Five9: Salesforce Demo
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Five9Web2Campaign Demo
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Five9 Intelligent Virtual Agent Integration to Salesforce
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Five9 Performance Dashboard Demo
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Five9: Agent Demo
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What is Five9?
A Five9 Contact Center aims to eliminate the hassle and expense of traditional on-premise contact centers. Five9 is completely cloud-based contact center service, agents can log in from anywhere — they just need a computer, a headset, and a high-speed Internet connection.
Users can communicate with customers through the channel they prefer whether it’s phone, web, chat, email, video, or social media. Five9 boasts delivering better customer engagements and faster response times by empowering agents to handle inbound and outbound contacts from multiple channels all from a single agent desktop.
Five9 Omnichannel Routing is designed to ensure that every interaction is delivered to the right resource at the right time, every time.
Five9 aims to provide everything needed to run an effective inbound, outbound, or blended contact center, including management applications such as real-time and historical reporting, recording, and CRM integrations.
Five9 Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Live chat channel
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Five9 Screenshots
Five9 Videos
Learn about Five9 in 14 Seconds
Five9 WFO: Create Happy Customers Without Busting Your Budget
Why you should choose Five9
Five9 Integrations
- Zendesk Suite
- NetSuite ERP
- Microsoft Dynamics 365
- Salesforce
- Oracle RightNow
Five9 Competitors
- Avaya Experience Platform
- 8x8 Work
- inContact
- Interactive Intelligence
- Genesys
- Cisco
Five9 Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
| Supported Countries | North America, Honduras, Panama, El Salvador, Mexico, Colombia, Brazil, Peru, Germany, United Kingdom, Ireland, United Arab Emirates |
| Supported Languages | English, French-Canadian, French, Spanish, German, Brazilian Portuguese, and Polish. |
Frequently Asked Questions
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Avaya Experience Platform and 8x8 Work are common alternatives for Five9.
Reviewers rate Predictive dialing and Omnichannel inbound routing highest, with a score of 9.4.
The most common users of Five9 are from Mid-sized Companies (51-1,000 employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and outbound calls. Users have reported using Five9 to handle customer support, sales, and fundraising calls, among other applications. The software's features, such as call recording capabilities and detailed reporting, have proven valuable for quality audits, training, and performance analysis.
One of the key advantages of Five9 is its flexibility, allowing call centers to seamlessly integrate with other programs like Looker and ZenDesk for enhanced functionality. Users appreciate the ease of installation and training on Five9, finding it convenient for both physical call centers and remote work-at-home agents, especially those operating in different time zones. The software's dialer has been praised for increasing call volume and maximizing agent-client interactions through auto-disposition of calls. Overall, Five9 has proven to be reliable with minimal technical issues and offers a friendly interface that streamlines workflows and improves productivity in various industries.
Intuitive User Interface: Users have consistently praised Five9 for its highly intuitive and user-friendly interface, with numerous reviewers highlighting the ease of navigation and task completion. Many users have found the pleasing design and layout of the interface to be effortless in performing their daily call center activities efficiently.
Comprehensive Data Insight: The comprehensive data insight provided by Five9 has garnered high appreciation from users. Being able to access and analyze call logs, recorded calls, and other collected information easily allows users to gain valuable insights into their call center activities. This feature is particularly helpful in identifying trends, improving agent performance, and enhancing overall call handling strategies.
Customizable Reporting Options: Users find the customizable reporting options in Five9 extremely helpful, enabling them to generate agent or team-level statistics on various metrics such as handle time, abandoned call rate, and occupancy. This transparency offers valuable insights for increasing agent productivity and improving call handling efficiency. Numerous reviewers mention that these reporting capabilities contribute to a more efficient operation of their call centers.
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Limited Advanced Analytics: Some users have expressed the need for more advanced analytics, such as graphical representations of data, to gain deeper insights into their call center operations.
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Difficult Button Access: Several reviewers have found it challenging to locate the active green button in Five9's interface, particularly when working remotely. They suggest making it easier to access for improved usability.
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Connectivity Issues: A number of users have reported experiencing poor connection quality and encountering unstable servers while using Five9. These issues may be attributed to internet bandwidth limitations or technical problems within the software itself.
Users commonly recommend paying for a technical account manager (TAM) when using Five9 for voice cloud customer support. They suggest becoming familiar with the software and its features to ensure ease of use. Users also recommend integrating Five9 with Salesforce for better functionality.
Additionally, users recommend using Five9 for start-up businesses and managing contact centers. The software is praised for its ability to efficiently handle both inbound and outbound calling, as well as its seamless integration with multiple other tools. Users also appreciate how Five9 brings all agents together in one place, making it easier to manage calls.
Furthermore, users highly recommend Five9 for its reporting features, which provide valuable insights into call center performance. They suggest having a backup phone system in case of crashes to ensure uninterrupted service.
Users also emphasize the importance of considering additional software offerings from Five9 and understanding the limitations of third-party integrations. They suggest investing in a TAM for a great experience and taking advantage of premium support services.
Lastly, users advise minimizing complexity when using Five9 and exploring alternative options if needed. They stress the benefits of becoming experts in the system to fully maximize its capabilities. Overall, users find that Five9 is easy to use, reliable, and well-suited for call centers and customer service agents.
Attribute Ratings
Reviews
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August 23, 2023
User Friendly CRM Integration Tool
We use Five9 for Inbound and Outbound customer support. We use the application for campaign management, checking agent system availability, call screening and call recording functionality.
- Call recording
- Outbound Call Campaign Management
- Call routing
- internal transfers
- Call Quality
- Workforce Management
- System Glitch
July 01, 2022
Perfect solution for not big businesses
I use Five9 for inbound and outbound calls with customers, tracking of KPIs, the connection with Hubspot, and for monitoring of my activities.
- Outbound calls
- Tracking of executed calls
- Collaboration with hubspot
- No records of my call
- No opportunity to impact on this
- No work if system is overloaded with calls
- A lot of bags that make the job complicated
March 27, 2022
Best CRM tool to have it.
Score 7 out of 10
Vetted Review
Verified User
Five9 is the best CRM tool we can use in business areas. It is the primary source for communication in or out of the organization. It gives a very user-friendly experience. Using Five9 as a newbie on the path for any business is the communication between clients or customers. Five9 helped a lot to get inbound calls and outbound calls and get in touch with the progress of the business needs.
- Inbound and outbound calls it process is so well.
- The service is so good and they give very efficient support in customer need.
- The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
- Sometimes Five9 is inconsistent with the quality of the calls. It can be hard to hear the calls because of poor quality.
- The UI Five9 provides should be more singular in handling rather than opening multiple tabs for every feature. It must be compacted on a single screen.
- The calls we connect must have an attached screen just like a keypad so we can take notes as well as attend the calls.
March 22, 2022
Easy way to connect.
There is no doubt that Five9 is a useful program for companies of medium and large sizes in which you can make calls and follow up with agents through phone, email, chat, mobile, social, and more all over the world. It is a special program that saves time with friendly interface and is easy to use.
- Easy to use
- Contact remotely with agents
- Contact across phone, email, chat and mobile
- Calls drop off
- Lag
- High price
March 16, 2022
Five9 worked well for me as a first hand user!!
I have used Five9 for more than 10 months and I must say it made my life easy to track my outbound activity.
- Simple to use.
- Great tool to help analyze and track progress.
- Hardly had down time or software issues while using the platform.
- I'll say analytics to the user, like a was a BDR and I saw basic numbers but some graphical representation would be great to have.
- I feel the active green button could be made easier like I do not have to look for it if I am off my seat (especially with WFH setup) if that could be.
- NA
April 30, 2020
Five9 is not a 10
We used to use Five9 in our office to manage our customer contacts. The system is slow, clunky, and not intuitive at all. Calls would be dropped often. There was also a regular problem with the servers going down and being unavailable. Overall, we ended up switching to a different program because of all the problems with Five9.
- Voicemails were easy to transfer
- Web-based
- Nice colors
- Unstable servers
- Poor customer service
- Clunky user interface
March 03, 2020
Five9 is a great overall solution for quick deployments
Five9 has provided a quick deployment and simple commercial model to plan and execute with support, assistance, and experience.
- Easy deployment.
- It's web-based.
- It's flexible.
- It's not good with local contingencies.
- No local service.
We are using Five9 as the main phone system in our call center. We have on average about 150 call center employees and didn't have major issues with Five9 (that were caused by the vendor). The platform is used for phone calls to our customers to perform financial services. The quality of the phone call is a very important part for us and Five9 matches that.
- Web interface for call center agents and supervisors.
- Minimal software requirements to make phone calls.
- Call recordings, reports, analysis charts - everything is right here.
- Quality of calls and number of different dialer options and features.
- Full access to user profiles in the admin application, no need to contact the vendor for user management.
- Very flexible configuration of campaigns, skill-sets, roles, etc.
- Tablet version of Supervisor application for training and QA purposes.
- Customer support -- in many cases useless, especially for minor issues.
- The Java-based application was horrible, but since we moved to the Web-based application, this is no longer the issue.
- A lot of issues related to cached Internet files, Web Cookies, etc.
- The user interface for the agent app should become more user-friendly.
- No history tracking for the messaging system.
February 25, 2019
Great software for BPO and contact centers
Five9 is a great software that is mainly used in our company for monitoring support calls and it does a great job doing that. This has some awesome side utility features that will provide great performance to the person performing the call and also to the agents analyzing the call with metrics given.
- Monitor calls
- Supports inbound and outbound calling
- Logs every call that is made
- Features a cloud based platform
- UX must be more friendly
- Confusing pricing on the website
- Calls drop without warning
February 19, 2019
Five9 gets the job done, but has texting issues and is very complex
Who
Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).
What it does
These different roles use Five9 both for inbound calls (to individual lines and round-robin lines) and for outbound calling. Then they use the Five9 widget to record their call notes into our CRM, Salesforce.
Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).
What it does
These different roles use Five9 both for inbound calls (to individual lines and round-robin lines) and for outbound calling. Then they use the Five9 widget to record their call notes into our CRM, Salesforce.
- Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
- Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
- You can customize the call dispositions / call labels to match what's used in your CRM.
- Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
- The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
- Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
December 13, 2018
Five9 is an awesome call center manager!
Score 8 out of 10
Vetted Review
Verified User
We used Five9 in our call center with about 200 employees to communicate with our clients. I recommend the service to any company starting or needing call center contact service. I don't have any negative feelings about this software and it works really well as a whole to communicate outside and inside of the call center. Also allows you to manage your employees stats. Kudos Five9!
- Call monitoring and recording work well and can easily manage
- Call center statistics with personalized dashboards
- Voicemail service for callers
- Call forwarding feature
- Mapping and integration with other applications
- Quality in connection sometimes is poor but could be due to internet bandwidth as well
March 01, 2018
Five9 Virtual Contact Center
Five9 Virtual Contact Center is used for one department of our organization that is a call center. It allows us a unified interface for all forms of contact (phone, email, text, chat, social media, and video calls). We use the Five9 platform to provide resources and relief to our clients.
- Unified environment for all forms of contact
- Pleasing UI that is easy to use
- Provides a high degree of training at all levels of the call center to ensure that everyone is well versed in their platform
- We have not experienced any major issues so far. All minor issues are handled quickly by help desk staff.
February 14, 2018
Five9 Virtual Call Center Review: the good and the bad.
We have over 20 agents that use Five9 daily to make calls to patients, insurance agencies and other organizations. It's our main source of a communication portal across the whole organization, except for a few of us that still use ShoreTel because we own the license and that saves us subscription fees. Five9 is used in a medical bill negotiating company to manage all communications with concerned individuals and organizations, to schedule queue callbacks, handle voicemail and generate reports on team performance and more.
- IVR building
- Managing users with profiles and ease
- Ability to create whisper prompts from text
- Pretty consistent mostly
- Customer support that is quick to respond, but unable to figure out issues that are not cut and paste, for weeks on, which can be frustrating.
- A Java-based VCC application that requires Java and is not web-based in 2018!? You actually have to download the Java file every time you login if you want to keep current.
- An incredibly complex report-generating tool that the support team from Five9 themselves have told me "It's a hit or miss" deal.
- Some of the weirdest issues with audio quality, service interruptions and login issues happen, and there's almost always no explanation and the blame is shifted back on us even though we have an excellent network that has been tested by Five9 themselves, and our devices are impeccable and well managed. In the end, you just close the tickets because the issues randomly stop occurring, just as they started. Until the next one ...
February 20, 2017
A Good Option for the Light Wallets and the Eye for Numbers
It is being used by our sales department our CSR department and our QA department. It is a great communication tool, to contact our customers. The best thing about it is its reports are customizable. You can gather as much data as you want (within the last 60 days) The thing I would want improved are the integrations, and the overall friendliness of the UI, it can be scary and hard to use.
- Reporting: Five9 has all the information you will need to make the right judgement calls for your call center.
- Pricing: Reasonable pricing that allows you to get a good service for a price that won't break the bank.
- The ability to log into various Five9 access points is helpful - Admin, Reports, Agent, Supervisor, etc.
- Has too many pages and buttons. It needs to be simplified to improve the user experience.
- The UI is ugly and hard to navigate.
- The cloud history is only 60 days, It should be longer with some data.
February 14, 2017
Five9 - A Scalable VoIP Solution for Remote Contact Centers
We use Five9 for our remote customer support department. It helps us provide a phone solution for remote agents spread over different timezones. Five9 provides us with recording capability for quality audits and training examples. Additionally, it gives us detailed, custom reporting that our team can create and schedule within the platform, in addition to exportable data into other programs, such as Looker.
- Ease of user administration and permission level customization for all users.
- Easy to navigate, searchable access to recorded calls and call logs, complete with phone numbers, lengths of time, number of holds, and sortable by any piece of collected information.
- Data collection and reporting customization for agent or team level statistics on handle time, abandoned call rate, occupancy, and duration.
- Java based desktop application is a pain to keep updated.
- The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
- The help center for documentation isn't well organized and the documentation needs substantial editing.
September 23, 2016
My Experience with Five9
Five9 Virtual Contact Center is being used across the whole organization, we have found that it allows us to streamline the actual time agents now use going back and forth between a computer and the Avaya system. With Five9 the computer becomes the actual phone and allows the agent the opportunity to go into action states without spending time searching for an Aux code on the phone. Five9 also allows the agent a 3 to 5 sec window to identify who the caller is before they actually begin conversation. I have found that overall adherence numbers have been consistent and performance issues have decreased across the board.
- It allows you to streamline adherence, this now increases the number of calls agents can take during the day.
- Allows a complete historical database at finger touch of customer account without having to search multiple windows, all of the options you need to assist customer is on one main screen.
- No need for any hard line phone units. So the need to put in the correct Aux code no longer is relevant.
- The system is very user friendly.
- Depending on bandwidth you have with your provider there can be drops in service.
- Agents have struggled with doing three way calling and then passing that customer to the next department without disconnecting the entire call.
- I would like to see the historical not disappear from the history once you have logged off for lunch. I have found that the accounts I worked on in the early portion of the day would be erased once I have logged back on. There were times where agents needed to do follow-up and found it difficult to see what they have listed and that at times can lead to a call to the customer which is what we want to avoid because it takes you away from available status even longer.